How to Manage Incidents › Create an Incident or Service Request

Create an Incident or Service Request

To report a new IT event, issue, or work request, create an incident.

Follow these steps:

1. Open Home, and from Demand Management, click Incidents.

   Note: You can also create an incident when viewing an investment.

2. Click New.
3. Complete the fields in the General section:

   Short Description

   Defines the name of the incident. Make the name short and descriptive.

   Tracking ID

   Defines the tracking number for this incident. If auto-numbering is enabled, the field is read-only.

   Detailed Description

   Defines the detailed description for the incident.

   Type

   Indicates a type for this incident. Select Incident or Service Request from the drop-down.

   Category

   Defines the classification for this incident and helps to trace costs for unplanned work. Click the Browse icon to select the incident category for this incident.

   Note: You can change the incident category at any time.

   Status

   Indicates the status for this incident. The status of a new incident is set to New by default when you first save it.

   Select one of the following from the drop-down to change the status:

   • New
   • Assigned
   • Work In Progress
   • Escalated
   • On Hold
   • Resolved
   • Closed

   Urgency

   Defines the critical measure the incident has based on business needs. Select one of the following: Low, Medium, and High.

   Default: Medium

   Impact

   Defines the extent to which the incident leads to a distortion of expected service levels. Select one of the following from the drop-down: Low, Medium, and High.

   Default: Medium

   Override Priority

   Indicates if the priority of the incident can be overridden. Incident priority is ranked by the Incident Priority matrix based on urgency and impact selections.

   This field is displayed only if you have the Incidents - Override Priority access right. Select the check box to override the priority of the incident.

   Priority

   Defines the order of resolving incidents based on impact and urgency. If you do not have the Incidents - Override Priority access right, the priority is system-generated and read-only. Otherwise, first select the Override Priority check box and then select a priority from the drop-down: Low, Medium, and High. An incident priority helps IT managers determine the plan in resolving incidents.

   The priority of an incident is a function of its impact and urgency. As an administrator, configure the impact and urgency values for all incidents in the incident priority matrix. As an IT analyst, modify the priority for a single incident by altering the values in the Impact and Urgency fields. You can also adjust the impact and urgency values by altering the timing of the incident or by temporarily altering the affected hardware or software.

   Start Date

   Indicates the date the IT worker is expected to start working on the incident.

   Note: Verify that you have the Incident - Create/Edit access right to view the field.

   Expected End Date

   Indicates the date the IT worker is expected to complete the work and mark the incident resolved.

   Estimated Total Effort

   Defines the estimated total amount of effort to resolve the incident.

   Note: Verify that you have the Incident - Create/Edit access right to view the field.

   Resolved Date

   Indicates the date the incident status is set to Resolved.

   Verified Date

   Indicates the date the incident resolution is accepted and verified for closure.

   Attachment

   Indicates if a file relating to the incident is attached. Click the Browse icon and attach the file. You can add up to ten file attachments.

4. Complete the Primary Contact section:

   Name

   Specifies the contact person for this incident. By default, it is the resource who is currently logged in.

5. Save the changes.